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Whether the agent drafts replies (shadow mode) or sends them directly, you’re always in the loop. Everything happens in your normal WhatsApp inbox, with a few extra touches for the agent.

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Approving draft replies (shadow mode)

While shadow mode is on, the agent doesn’t message customers — it prepares a reply and shows it to you as a draft at the bottom of the conversation.
A shadow-mode draft with approve, edit and reject actions

A draft reply with everything you need to decide in one glance.

You have three choices:

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See why it replied that way

Each draft has a Details link. Open it to see what the agent did behind the scenes — for example “searched availability” and “found 20:00 free for 4”. It’s a quick way to build trust: you can confirm the agent actually checked the calendar before promising a table.

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Translate a reply

If the agent drafts a reply in a language you don’t read, click Translate to see it in your own language before approving. This never changes what the customer receives — it’s just for you.
Translation is on us — checking a draft in your language never costs you any agent credits.

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When the agent hands off

The agent knows its limits. For anything sensitive — an allergy, a complaint, a request for a human — it stops, sends a brief reassuring reply, and flags the conversation for your team. This is called an escalation.
An escalated conversation flagged with an allergy reason

An escalation: the reason is labelled, and the agent steps back so you can take over.

An escalated conversation shows:
  • Why it was escalated (e.g. Allergy / health).
  • The holding reply the agent already sent the customer.
  • A reminder that the agent will stay silent on that conversation for a while, so it won’t talk over you.
Just reply as you normally would to take over. If the question is a good one to reuse, Save to FAQ right there — see Knowledge base. You decide which topics trigger a hand-off in Safety & controls.

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Spotting what needs you

You don’t have to hunt for drafts and escalations. When the agent needs your attention, the messages icon in the top bar shows a count, and those conversations are flagged in your notifications so you can jump straight to them.

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Test the agent

Want to see how the agent behaves before a real customer does? The AI Agent settings page has a Test the agent panel on the right. Type a fake customer message and the agent responds using your current configuration — your persona, your knowledge base, your enabled actions. Change a setting, test again, and see the difference instantly. It’s the safest place to experiment: nothing here ever reaches a real customer.
Use the test panel to rehearse tricky cases: a last-minute booking, a customer writing in Darija, a question you’re not sure you’ve taught it yet. If the answer’s off, update the knowledge base and try again.